Frequently Asked Questions

General

Creating an account

Cards

Currency exchange

Topping up

Making transfers

ATM withdrawals

Miscellaneous

What is EasyFX and how is it different?

EasyFX is the smart traveller's choice for taking currency abroad. With EasyFX, you get your own prepaid currency card which allows you to spend money, withdraw cash and make transfers with no international fees. You'll get your own currency account which you can top up using an app, from any device. With EasyFX, you can keep several currencies at once on your account, and you can give additional cards to family members or colleagues.

How do I get the EasyFX app?

At the very bottom of the homepage you'll find two buttons: Google Play for Android users, and the App Store for those using iOS. To download the app, click on the button that applies to you.

Is there an age limit?

How can I get an EasyFX card?

To get the EasyFX card, click on the "Create Account" option at the top right hand side of any page of the website. Then, fill in your details.

What currencies does EasyFX support?

EasyFX supports the following currencies: AUD, GBP, CAD, DKK, EUR, HKD, JPY, NOK, NZD, PLN, SEK, USD, ZAR. This means you can exchange your funds into any of the mentioned currencies before you travel and when you spend we will take the money direct from the balance of that currency. Don’t worry though, you can still spend in all other currencies too, we will just convert and debit the funds from the currency you have a positive balance in, such as GBP.

How do I create an account?

To create an account, simply click on the "Create Account" option at the top right hand side of the page. Fill in your details and we'll do the rest.

Why do I need to verify my identity?

The process of verifying your identity is an anti-corruption and anti-fraud measure that we must undertake by law.

I can't upload my ID / utility bill

If you're having trouble uploading the required documents please contact customer services who will be happy to help.

How do I change my address?

For security reasons we require proof of address, such as a full colour copy of a utility bill or bank statement, so our compliance team can verify and update your address on our database accordingly. Please contact customer support on 020 7959 6995, Monday to Friday, from 9am - 5.30 pm.

How do I activate my card?

Log-in to your EasyFX account, on the left-hand menu select Currency cards. On the Web app, select Currency cards, Cards list and then Click the Activate button. On the Mobile app, select Currency cards, Click the “>”and then Click the Activate button. Enter the 16-digit number that appears on the front of your EasyFX card, accept the terms and conditions and click Confirm. Your card PIN number will be displayed in a Pop-up when you activate your EasyFX card.

Can I change my PIN?

Yes, this can be done at any ATM that supports PIN services. You should be able to change your PIN at most UK ATMs and some international ones.

How long will my card take to arrive?

Cards can take anywhere from 3 to 5 working days to arrive in the post, depending on the postal service.

How many cards can I order?

Personal users can order a maximum of 3 additional cards. Including your own card, this makes 4 cards in total. Business users can order an unlimited number of additional cards.

Where can I use my EasyFX card?

You can use your EasyFX card anywhere Mastercard® is accepted, at over 35 million locations worldwide, over 2 million ATMs and most online merchants.

How do I use my EasyFX card?

Your EasyFX card can be used for the following transaction types:

Chip and Pin - Insert the card into the reader and then enter your 4 digit pin number when prompted;Online - Purchases made through the internet;Mag Stripe - When your card is swiped through the card reader or the 16 digit card number is entered manually;Contactless- If your card has the symbol on it, you can pay for items by simply holding your card up to any reader with this symbol displayed.

Note: Your first card transaction must be performed using a chip and pin terminal.

What are the security settings associated with my card?

You have complete control over how you use your card, thanks to the security settings. You will find these with your card details under "Cards", "Currency Cards" on both the mobile and web applications. Chip and Pin is always available, but other payment modes are configurable as follows:

Contactless - Once enabled the payment mode will be on for a maximum of 30 days, at which point it will automatically turn off and we will send you an SMS to advise. This can be enabled for another 30 days in the security settings. You will be prompted by the Point of Sale machine to use chip and pin with contactless enabled under the following circumstances:

After 5 contactless transactions or after spending €150* (or equivalent in other currencies)

For any transaction of greater than €50* (or equivalent in other currencies)

*Value is subject to change

This action will reset the contactless counter so you may continue to make contactless transactions.

Mag Stripe - This mode is off by default. To use this mode, enable the setting through card security settings. Choose the country you wish to transact in and enter an end date (up to a maximum of two weeks). When the end date is reached the mode will automatically turn off but can be enabled again by following the same steps as before. To minimise risk, only one country can be enabled at a time;

Online - This mode is off by default. Once enabled the payment mode will be on for a maximum of 30 days, at which point it will automatically turn off and we will send you an SMS to your registered mobile number to advise. This can be enabled for another 30 days by simply clicking on enable in the security settings.

We recommend only enabling these payment modes when needed, to minimise any risk to your card becoming compromised.

What should I do if my EasyFX card is lost or stolen?

Log in to your EasyFX account, choose "Currency Cards" and then click on "Report Lost Card". Next, click on the button marked "Request Card". A new card will be issued to you in due course.

How much is an EasyFX card?

How do I find my EasyFX card PIN number?

When your card arrives in the post, you will need to go online to activate it. Once you have activated the card, your new PIN will be displayed on the screen.

What if I forget my PIN?

You can use the "Get PIN" function to view your PIN at any time. Simply log onto your EasyFX account and go to "Cards", "Currency cards". Click on the three dots next to your card details (...) and you will see the "Get PIN" option. Once you have clicked on this, you will be required to complete dual factor authentication (2FA) via SMS or push notification and then your PIN will be displayed on the screen. You can also retrieve your PIN through the mobile app, by logging in, going to "Cards", "Currency cards" and tapping on "Get PIN".

What are the costs involved with my EasyFX card?

We don't charge a monthly maintenance account fee to hold an EasyFX account and only apply a modest card dormancy fee if there are no card transactions in the preceding 12 months. More information about this and fees applied to certain card transaction types can be found here.

How do I order additional cards?

To order additional cards (up to 3 more for personal users, or an unlimited number for business users) simply log on to your EasyFX account, click on "Currency cards" and select "Cards list". Then, select the "+" and card icon.

Where can I find my Prepaid Card Issuer?

You can find your Prepaid card issuer name on the back of your Prepaid card. It should state "By using this card, the holder agrees to the agreement terms. This card is issued by [Card issuer company name] pursuant to a license by Mastercard International".

How can I Block/Unblock my card?

Log onto your account, click "Cards" then "Currency cards". On the mobile app click the ">" button, & then both on mobile or web app select the three dots [...] and choose "Block card". To unblock, just repeat the operation above.

Card top tips

The EasyFX card can be used to withdraw cash at any mainstream ATM (best to avoid small ATM's that may not be connected to the internet as Prepaid cards need to be authorised over the internet at the time of transaction) - EasyFX don't charge for international ATM withdrawal, but some ATM's may charge to use their service locally which is out of our control.

When withdrawing money, the ATM will ask if you'd like to be charged in your home currency. Always say no. Instead, always choose to be charged in the local currency, euros if you're in the Eurozone, and dollars if you're in the US etc. Saying no to the bank's tempting offer of converting your withdrawal into your home currency means you'll also be saying no to their hiked-up exchange rate, which is designed to maximise their profit. So, remember the simple rule of saying no when it comes to on-the-spot conversions and you'll save yourself a tidy sum each time you use the ATM.

It is not possible to do a Balance enquiry at an ATM as they cannot read multiple currency balances - you need to check your balance on the app.

ATM and card skimming is very common, so please take care to monitor your SMS notifications and statements, make sure you don't share your PIN, cover your hand while entering your PIN at the ATM and keep your card in a safe place at all times.

Use the card security settings on the app to enable contactless, online and magnetic stripe payment methods, only when you need to use them. Remember you can also block and unblock your card from the app at any time too.

Your card may not be accepted if the merchant doesn't have the facility to pre-authorise the transaction. Pre-authorisation checks the balance on your account prior to the transaction to ensure that there is sufficient balance available to settle the transaction and avoids potentially taking your account overdrawn. Where a merchant does not pre-authorise a transaction, the card will not work in the terminal. This is most common at pay at pump petrol stations and road tolls.

How do I exchange currency on the app?

Log in to your EasyFX account. Click on the blue "+" symbol in the bottom right-hand corner of the page. A menu will appear.

In the menu, select “Exchange”. A new page will appear.

Fill in the "buy amount" and select the currency you wish to buy. Or, if you prefer, fill in the sell amount for the currency you are selling. Then click "GET RATE".

The rate we can offer will display. To accept this, click "OK".

A pop up will prompt you to acknowledge that by clicking “CONFIRM” the exchange will take place- you can choose not to display this message again.

Click “CONFIRM” to process the exchange.

You now have the option to “FINISH” which simply adds the new currency to your balance, or “SEND PAYMENT”.

By clicking on “SEND PAYMENT” you will be directed to the “send payment” page where you can choose from your list of beneficiaries. Follow the usual steps to make the payment.

Want to exchange a currency not listed on the App?

Just contact customer services who can assist with converting all other currencies.

What are my account limits?

Here are the limits that come with your EasyFX account:

Top up limits: You can top up by a maximum of £2,500 Debit Card Limit Per month reset on 1st of every month. If you wish to top up over that amount, you can do so by bank transfer.

Currency exchange limits: You must exchange over the minimum amount of £100 each time, or its equivalent in other currencies.

ATM limits: Your EasyFX card comes with an ATM withdrawal limit of £400 per withdrawal. With your MasterCard, you are limited to x3 ATM withdrawals per day.

Spending limits: The daily spending limit on your card is £4,000. The trade and exchange limit on your account is £10,000 per transaction. The 12 month rolling spending limit is £50,000. The 12 month ATM withdrawal limit is £15.000.

Card usage: You can use your EasyFX card up to 10 times per day, which includes x2 ATM withdrawals and purchases.

Please note these rules are set by MasterCard, and not by EasyFX.

How do I top up with a debit card?

First, you need to register a personal GBP debit card*. Login via the web or mobile app, go to “Cards”, “Debit Cards”. Click on the “Add debit card” option on the top right of the screen and follow the instructions.

To top up, click on the "+" symbol in the bottom right-hand corner of the screen.

Click on the "Top-up" option that pops up.

Select a pre-set Top up amount, or enter your own value.

Select the card to use if you have more than one registered.

Enter the CVV number (the last three digits on the back of your card) and click "OK".

*Your debit card must be registered to an address within the UK. We are unable to accept prepaid, corporate, maestro or credit cards.

What is my top up limit?

Min The minimum load is £100, but we would recommend that you Topup slightly more than you think you may need just to be safe.

Max £2,500 per month using a debit card. You can use a bank transfer to load more if you need to.

Can I increase my top up limit?

The Debit Card Top up limit is restricted to £2,500 per month. However, you can easily send in more by bank transfer to your unique bank account number.

Is there a fee for topping up by bank transfer?

Yes, your bank will probably charge you a fee to transfer money to your EasyFX account. Charges may vary between different banks. Please note it is free to top up using a debit card.

How do I top up by bank transfer?

Your dedicated GBP bank account is able to receive up to GBP250,000 sent using a Faster Payment. Payments received are credited 24/7 and normally within 30 minutes of sending. To find your GBP account details: on the top right of the desktop application click on "User ID”, “Account details". From the App this information can be found under: "Account", "Details".

To send another currency: login to your EasyFX desktop application click on "Account", "Settlement". Select the currency from the drop down list - please note: it is very important to select the correct currency. Add your EFX# in the payment reference to avoid any delays in crediting to your account.

How long will my bank transfer take to register on my EasyFX account?

When it comes to making a bank transfer to your EasyFX account, normal banking rules apply. Usually, your transfer must be made before 3pm to go through on the same day. If you're transferring from outside of the UK, this can take up to 48 hours.

Which cards can I use to top up?

You can top up with any MasterCard or VISA debit card. At the moment we only accept cards in GBP. Unfortunately, we do not accept Maestro cards.

How do I add or delete my bank cards?

Log in to your EasyFX account. In the sidebar menu, go to "CARDS" and click on "Debit cards".

To add a new card, click on the "+" sign and fill in your card details. Click "SAVE" when finished.

To delete a card that appears on your debit cards page, locate the card and click on the red "x" in the right hand corner.

Can a friend transfer money to my EasyFX account?

No. Unfortunately for anti-fraud reasons, this is not possible.

How do I transfer money to my own bank account?

To transfer money to your own bank account, you must first add yourself as a beneficiary. To do this, take the following steps:

Log in to your EasyFX account and select "Beneficiaries" from the sidebar menu. You will then be taken to the Beneficiaries page.

On the blue horizontal bar at the top of the page, you will see a small symbol with a person and a + sign. Click on this symbol to add a beneficiary.

A pop up will appear with two options: "Personal" for adding a person you wish to pay, or "Corporate" if you wish to pay a business. Click on the "Personal" option this time.

When prompted, fill in the personal details and bank details of the person/business you wish to pay, in this case yourself. When you are finished, click on "SAVE".

Your new beneficiary (ie., you) will appear in the list of beneficiaries on the "beneficiaries" page. Beside each beneficiary is a small menu with three vertical dots [...]. Click on the dots beside your name, and you will see a dropdown menu. In the menu, click on the option for "Send payment".

You will then be directed to the "Send payment" page, where you can fill in the amount you wish to pay yourself, and a reference if needed.

To finalise your payment, scroll down and click on "SEND ALL".

How do I transfer money to a business or a person?

Log in to your EasyFX account. In the sidebar menu, click on "Beneficiaries". A page will load with a list of your beneficiaries.

To pay someone on your existing list of beneficiaries, click on the three vertical dots beside the person's name. A small menu will appear. Click on the "Send payment" option.

To pay someone who is not yet in your list of beneficiaries, click on the add beneficiary option (a person and a "+" symbol) in the blue horizontal bar. Choose "Personal" if paying a person, and "Corporate" if paying a business. Then, fill in the details of the beneficiary you want to pay, clicking on "SAVE" when you're finished. Once you have done this, the new beneficiary's name will appear in your list of beneficiaries and you can select the "Send payment option" in step 2 above.

You will now be directed to the "Send payment" page. Enter the amount you wish to pay your beneficiary, and a reference if needed (for example: "holiday money").

When finished, click on "SEND ALL". You will be asked to confirm your payment by clicking on "CONFIRM". You will then receive a message at the bottom of the screen saying "Success! Payment sent successfully".

Will I be charged to make a transfer?

No, at this point in time, transfers are free for EasyFX customers.

How do I add a beneficiary?

Log in to your EasyFX account and select "Beneficiaries" from the sidebar menu. You will then be taken to the Beneficiaries page.

On the blue horizontal bar at the top of the page, you will see a small symbol with a person and a + sign. Click on this symbol to add a beneficiary.

A pop up will appear with two options: "Personal" for adding a person you wish to pay, or "Corporate" if you wish to pay a business. Click on the option that applies to you in this instance.

When prompted, fill in the details of the person/business you wish to pay. When you are finished, click on "SAVE".

Your new beneficiary will appear in the list of beneficiaries on the "beneficiaries" page.

How do I withdraw money from an ATM without being charged a fee?

EasyFX do not charge International ATM fees, but some ATM providers may charge to use their machines which is outside of our control. There are some countries, Thailand being one of them, where all ATM providers charge to use their ATM's. In countries like this we would advise that you try and minimise how many ATM withdrawals you need to make.

How do I get the best rate when withdrawing money from an ATM?

Some ATMs ( and merchant terminals) will ask if you want to pay in a particular currency. Always select the currency of the country you are in - If you are in the USA, select USD, if you are in the UK, select GBP. To get the EasyFX preferential rate, and not the expensive rate set by the ATM provider, always choose the option “ continue without conversion” when prompted.

Can I check my balance at an ATM?

Unfortunately you cannot check your balance at an ATM. Instead, you can check your balance by using the EasyFX app, or by logging on to your account via the website.

Can I withdraw money from any ATM?

Some ATM machines ( commonly called Mag Stripe ATMs) may not accept your EasyFX card. These machines can normally be identified as having a card slot which projects out from the machine, and will prompt you to remove your card before entering your pin and continuing with your transaction. Mag stripe ATMs are a known cause of card cloning in debit and credit cards, and for this reason our cards cannot generally be used in these machines, as an added security measure for our customers. We recommend you look for ATMs which keep hold of your card, inside the machine, whilst you make your withdrawal, as most of these will be chip and pin only and will accept the card. You can also find accessible ATM machines near you via the MasterCard approved ATM locator. Just enter the town in the search, followed by choosing to view chip reader enabled machines from the optional features drop down menu. Don’t forget that your EasyFX card can be used to make purchases at shops, restaurants and so on, wherever you are in the world.

How do I get a statement for my EasyFX account?

Log in to your EasyFX account. In the sidebar menu, select "Statements". There, you should see a list of your recent transactions.

What do I need to do before I travel?

Make sure you have activated your card, loaded your account, and we suggest making a couple of transactions before you go. We recommend that you have the mobile app installed and your mobile device set up to receive notifications so that you can complete authentication using push notification if required- that way you don't need to worry about expensive roaming charges receiving SMS.

Do I need to buy currency before I go away?

You don't have to buy currency before you go away, all you need is a positive balance on your account (e.g. GBP). EasyFX will convert to your spending currency in real time at a great exchange rate.

How do I reset my password/unlock my account?

1. Click on ‘Forgot my password’. 2. Input your credentials; client ID and User ID and the last 4 digits of your currency card. 3. We will send you an email with a link embedded, and an SMS code to your registered mobile number. 4. Click on the link making sure to use the same browser. 5. Use the virtual keypad by hovering your mouse over the relevant digits and clicking to input your SMS code. 6. Input your new password to complete the process. If you do not possess a currency card, please contact customer services to re set your password. Customer services are available 9 AM- 17.30 PM; Mon - Fri on +44 20 7959 6995.

How do I close my account?

It’s important to note that we don’t charge a monthly account maintenance fee and only a card dormancy fee if there are no card transactions within the preceding 12 months. To avoid this fee simply use your card within the last 12 months. There is no obligation to keep your account funded when you are not using it. If you do wish to close your account, it's simple and straightforward.

Exchange any leftover currency back into your home currency (e.g. change Euros back in GBP).Transfer any remaining credit balance back to your bank account.Contact our customer support team with your client ID (EFX****) and request the account be closed.

If you need help with exchanging currency or sending money back to your account, our support team can help with this too.

General

What is EasyFX and how is it different?

EasyFX is the smart traveller's choice for taking currency abroad. With EasyFX, you get your own prepaid currency card which allows you to spend money, withdraw cash and make transfers with no international fees. You'll get your own currency account which you can top up using an app, from any device. With EasyFX, you can keep several currencies at once on your account, and you can give additional cards to family members or colleagues.

How do I get the EasyFX app?

At the very bottom of the homepage you'll find two buttons: Google Play for Android users, and the App Store for those using iOS. To download the app, click on the button that applies to you.

Is there an age limit?

How can I get an EasyFX card?

To get the EasyFX card, click on the "Create Account" option at the top right hand side of any page of the website. Then, fill in your details.

What currencies does EasyFX support?

EasyFX supports the following currencies: AUD, GBP, CAD, DKK, EUR, HKD, JPY, NOK, NZD, PLN, SEK, USD, ZAR. This means you can exchange your funds into any of the mentioned currencies before you travel and when you spend we will take the money direct from the balance of that currency. Don’t worry though, you can still spend in all other currencies too, we will just convert and debit the funds from the currency you have a positive balance in, such as GBP.

Creating an account

How do I create an account?

To create an account, simply click on the "Create Account" option at the top right hand side of the page. Fill in your details and we'll do the rest.

Why do I need to verify my identity?

The process of verifying your identity is an anti-corruption and anti-fraud measure that we must undertake by law.

I can't upload my ID / utility bill

If you're having trouble uploading the required documents please contact customer services who will be happy to help.

How do I change my address?

For security reasons we require proof of address, such as a full colour copy of a utility bill or bank statement, so our compliance team can verify and update your address on our database accordingly. Please contact customer support on 020 7959 6995, Monday to Friday, from 9am - 5.30 pm.

Cards

How do I activate my card?

Log-in to your EasyFX account, on the left-hand menu select Currency cards. On the Web app, select Currency cards, Cards list and then Click the Activate button. On the Mobile app, select Currency cards, Click the “>”and then Click the Activate button. Enter the 16-digit number that appears on the front of your EasyFX card, accept the terms and conditions and click Confirm. Your card PIN number will be displayed in a Pop-up when you activate your EasyFX card.

Can I change my PIN?

Yes, this can be done at any ATM that supports PIN services. You should be able to change your PIN at most UK ATMs and some international ones.

How long will my card take to arrive?

Cards can take anywhere from 3 to 5 working days to arrive in the post, depending on the postal service.

How many cards can I order?

Personal users can order a maximum of 3 additional cards. Including your own card, this makes 4 cards in total. Business users can order an unlimited number of additional cards.

Where can I use my EasyFX card?

You can use your EasyFX card anywhere Mastercard® is accepted, at over 35 million locations worldwide, over 2 million ATMs and most online merchants.

How do I use my EasyFX card?

Your EasyFX card can be used for the following transaction types:

Chip and Pin - Insert the card into the reader and then enter your 4 digit pin number when prompted;Online - Purchases made through the internet;Mag Stripe - When your card is swiped through the card reader or the 16 digit card number is entered manually;Contactless- If your card has the symbol on it, you can pay for items by simply holding your card up to any reader with this symbol displayed.

Note: Your first card transaction must be performed using a chip and pin terminal.

What are the security settings associated with my card?

You have complete control over how you use your card, thanks to the security settings. You will find these with your card details under "Cards", "Currency Cards" on both the mobile and web applications. Chip and Pin is always available, but other payment modes are configurable as follows:

Contactless - Once enabled the payment mode will be on for a maximum of 30 days, at which point it will automatically turn off and we will send you an SMS to advise. This can be enabled for another 30 days in the security settings. You will be prompted by the Point of Sale machine to use chip and pin with contactless enabled under the following circumstances:

After 5 contactless transactions or after spending €150* (or equivalent in other currencies)

For any transaction of greater than €50* (or equivalent in other currencies)

*Value is subject to change

This action will reset the contactless counter so you may continue to make contactless transactions.

Mag Stripe - This mode is off by default. To use this mode, enable the setting through card security settings. Choose the country you wish to transact in and enter an end date (up to a maximum of two weeks). When the end date is reached the mode will automatically turn off but can be enabled again by following the same steps as before. To minimise risk, only one country can be enabled at a time;

Online - This mode is off by default. Once enabled the payment mode will be on for a maximum of 30 days, at which point it will automatically turn off and we will send you an SMS to your registered mobile number to advise. This can be enabled for another 30 days by simply clicking on enable in the security settings.

We recommend only enabling these payment modes when needed, to minimise any risk to your card becoming compromised.

What should I do if my EasyFX card is lost or stolen?

Log in to your EasyFX account, choose "Currency Cards" and then click on "Report Lost Card". Next, click on the button marked "Request Card". A new card will be issued to you in due course.

How much is an EasyFX card?

How do I find my EasyFX card PIN number?

When your card arrives in the post, you will need to go online to activate it. Once you have activated the card, your new PIN will be displayed on the screen.

What if I forget my PIN?

You can use the "Get PIN" function to view your PIN at any time. Simply log onto your EasyFX account and go to "Cards", "Currency cards". Click on the three dots next to your card details (...) and you will see the "Get PIN" option. Once you have clicked on this, you will be required to complete dual factor authentication (2FA) via SMS or push notification and then your PIN will be displayed on the screen. You can also retrieve your PIN through the mobile app, by logging in, going to "Cards", "Currency cards" and tapping on "Get PIN".

What are the costs involved with my EasyFX card?

We don't charge a monthly maintenance account fee to hold an EasyFX account and only apply a modest card dormancy fee if there are no card transactions in the preceding 12 months. More information about this and fees applied to certain card transaction types can be found here.

How do I order additional cards?

To order additional cards (up to 3 more for personal users, or an unlimited number for business users) simply log on to your EasyFX account, click on "Currency cards" and select "Cards list". Then, select the "+" and card icon.

Where can I find my Prepaid Card Issuer?

You can find your Prepaid card issuer name on the back of your Prepaid card. It should state "By using this card, the holder agrees to the agreement terms. This card is issued by [Card issuer company name] pursuant to a license by Mastercard International".

How can I Block/Unblock my card?

Log onto your account, click "Cards" then "Currency cards". On the mobile app click the ">" button, & then both on mobile or web app select the three dots [...] and choose "Block card". To unblock, just repeat the operation above.

Card top tips

The EasyFX card can be used to withdraw cash at any mainstream ATM (best to avoid small ATM's that may not be connected to the internet as Prepaid cards need to be authorised over the internet at the time of transaction) - EasyFX don't charge for international ATM withdrawal, but some ATM's may charge to use their service locally which is out of our control.

When withdrawing money, the ATM will ask if you'd like to be charged in your home currency. Always say no. Instead, always choose to be charged in the local currency, euros if you're in the Eurozone, and dollars if you're in the US etc. Saying no to the bank's tempting offer of converting your withdrawal into your home currency means you'll also be saying no to their hiked-up exchange rate, which is designed to maximise their profit. So, remember the simple rule of saying no when it comes to on-the-spot conversions and you'll save yourself a tidy sum each time you use the ATM.

It is not possible to do a Balance enquiry at an ATM as they cannot read multiple currency balances - you need to check your balance on the app.

ATM and card skimming is very common, so please take care to monitor your SMS notifications and statements, make sure you don't share your PIN, cover your hand while entering your PIN at the ATM and keep your card in a safe place at all times.

Use the card security settings on the app to enable contactless, online and magnetic stripe payment methods, only when you need to use them. Remember you can also block and unblock your card from the app at any time too.

Your card may not be accepted if the merchant doesn't have the facility to pre-authorise the transaction. Pre-authorisation checks the balance on your account prior to the transaction to ensure that there is sufficient balance available to settle the transaction and avoids potentially taking your account overdrawn. Where a merchant does not pre-authorise a transaction, the card will not work in the terminal. This is most common at pay at pump petrol stations and road tolls.

Currency exchange

How do I exchange currency on the app?

Log in to your EasyFX account. Click on the blue "+" symbol in the bottom right-hand corner of the page. A menu will appear.

In the menu, select “Exchange”. A new page will appear.

Fill in the "buy amount" and select the currency you wish to buy. Or, if you prefer, fill in the sell amount for the currency you are selling. Then click "GET RATE".

The rate we can offer will display. To accept this, click "OK".

A pop up will prompt you to acknowledge that by clicking “CONFIRM” the exchange will take place- you can choose not to display this message again.

Click “CONFIRM” to process the exchange.

You now have the option to “FINISH” which simply adds the new currency to your balance, or “SEND PAYMENT”.

By clicking on “SEND PAYMENT” you will be directed to the “send payment” page where you can choose from your list of beneficiaries. Follow the usual steps to make the payment.

Want to exchange a currency not listed on the App?

Just contact customer services who can assist with converting all other currencies.

Topping up

What are my account limits?

Here are the limits that come with your EasyFX account:

Top up limits: You can top up by a maximum of £2,500 Debit Card Limit Per month reset on 1st of every month. If you wish to top up over that amount, you can do so by bank transfer.

Currency exchange limits: You must exchange over the minimum amount of £100 each time, or its equivalent in other currencies.

ATM limits: Your EasyFX card comes with an ATM withdrawal limit of £400 per withdrawal. With your MasterCard, you are limited to x3 ATM withdrawals per day.

Spending limits: The daily spending limit on your card is £4,000. The trade and exchange limit on your account is £10,000 per transaction. The 12 month rolling spending limit is £50,000. The 12 month ATM withdrawal limit is £15.000.

Card usage: You can use your EasyFX card up to 10 times per day, which includes x2 ATM withdrawals and purchases.

Please note these rules are set by MasterCard, and not by EasyFX.

How do I top up with a debit card?

First, you need to register a personal GBP debit card*. Login via the web or mobile app, go to “Cards”, “Debit Cards”. Click on the “Add debit card” option on the top right of the screen and follow the instructions.

To top up, click on the "+" symbol in the bottom right-hand corner of the screen.

Click on the "Top-up" option that pops up.

Select a pre-set Top up amount, or enter your own value.

Select the card to use if you have more than one registered.

Enter the CVV number (the last three digits on the back of your card) and click "OK".

*Your debit card must be registered to an address within the UK. We are unable to accept prepaid, corporate, maestro or credit cards.

What is my top up limit?

Min The minimum load is £100, but we would recommend that you Topup slightly more than you think you may need just to be safe.

Max £2,500 per month using a debit card. You can use a bank transfer to load more if you need to.

Can I increase my top up limit?

The Debit Card Top up limit is restricted to £2,500 per month. However, you can easily send in more by bank transfer to your unique bank account number.

Is there a fee for topping up by bank transfer?

Yes, your bank will probably charge you a fee to transfer money to your EasyFX account. Charges may vary between different banks. Please note it is free to top up using a debit card.

How do I top up by bank transfer?

Your dedicated GBP bank account is able to receive up to GBP250,000 sent using a Faster Payment. Payments received are credited 24/7 and normally within 30 minutes of sending. To find your GBP account details: on the top right of the desktop application click on "User ID”, “Account details". From the App this information can be found under: "Account", "Details".

To send another currency: login to your EasyFX desktop application click on "Account", "Settlement". Select the currency from the drop down list - please note: it is very important to select the correct currency. Add your EFX# in the payment reference to avoid any delays in crediting to your account.

How long will my bank transfer take to register on my EasyFX account?

When it comes to making a bank transfer to your EasyFX account, normal banking rules apply. Usually, your transfer must be made before 3pm to go through on the same day. If you're transferring from outside of the UK, this can take up to 48 hours.

Which cards can I use to top up?

You can top up with any MasterCard or VISA debit card. At the moment we only accept cards in GBP. Unfortunately, we do not accept Maestro cards.

How do I add or delete my bank cards?

Log in to your EasyFX account. In the sidebar menu, go to "CARDS" and click on "Debit cards".

To add a new card, click on the "+" sign and fill in your card details. Click "SAVE" when finished.

To delete a card that appears on your debit cards page, locate the card and click on the red "x" in the right hand corner.

Making transfers

Can a friend transfer money to my EasyFX account?

No. Unfortunately for anti-fraud reasons, this is not possible.

How do I transfer money to my own bank account?

To transfer money to your own bank account, you must first add yourself as a beneficiary. To do this, take the following steps:

Log in to your EasyFX account and select "Beneficiaries" from the sidebar menu. You will then be taken to the Beneficiaries page.

On the blue horizontal bar at the top of the page, you will see a small symbol with a person and a + sign. Click on this symbol to add a beneficiary.

A pop up will appear with two options: "Personal" for adding a person you wish to pay, or "Corporate" if you wish to pay a business. Click on the "Personal" option this time.

When prompted, fill in the personal details and bank details of the person/business you wish to pay, in this case yourself. When you are finished, click on "SAVE".

Your new beneficiary (ie., you) will appear in the list of beneficiaries on the "beneficiaries" page. Beside each beneficiary is a small menu with three vertical dots [...]. Click on the dots beside your name, and you will see a dropdown menu. In the menu, click on the option for "Send payment".

You will then be directed to the "Send payment" page, where you can fill in the amount you wish to pay yourself, and a reference if needed.

To finalise your payment, scroll down and click on "SEND ALL".

How do I transfer money to a business or a person?

Log in to your EasyFX account. In the sidebar menu, click on "Beneficiaries". A page will load with a list of your beneficiaries.

To pay someone on your existing list of beneficiaries, click on the three vertical dots beside the person's name. A small menu will appear. Click on the "Send payment" option.

To pay someone who is not yet in your list of beneficiaries, click on the add beneficiary option (a person and a "+" symbol) in the blue horizontal bar. Choose "Personal" if paying a person, and "Corporate" if paying a business. Then, fill in the details of the beneficiary you want to pay, clicking on "SAVE" when you're finished. Once you have done this, the new beneficiary's name will appear in your list of beneficiaries and you can select the "Send payment option" in step 2 above.

You will now be directed to the "Send payment" page. Enter the amount you wish to pay your beneficiary, and a reference if needed (for example: "holiday money").

When finished, click on "SEND ALL". You will be asked to confirm your payment by clicking on "CONFIRM". You will then receive a message at the bottom of the screen saying "Success! Payment sent successfully".

Will I be charged to make a transfer?

No, at this point in time, transfers are free for EasyFX customers.

How do I add a beneficiary?

Log in to your EasyFX account and select "Beneficiaries" from the sidebar menu. You will then be taken to the Beneficiaries page.

On the blue horizontal bar at the top of the page, you will see a small symbol with a person and a + sign. Click on this symbol to add a beneficiary.

A pop up will appear with two options: "Personal" for adding a person you wish to pay, or "Corporate" if you wish to pay a business. Click on the option that applies to you in this instance.

When prompted, fill in the details of the person/business you wish to pay. When you are finished, click on "SAVE".

Your new beneficiary will appear in the list of beneficiaries on the "beneficiaries" page.

ATM withdrawals

How do I withdraw money from an ATM without being charged a fee?

EasyFX do not charge International ATM fees, but some ATM providers may charge to use their machines which is outside of our control. There are some countries, Thailand being one of them, where all ATM providers charge to use their ATM's. In countries like this we would advise that you try and minimise how many ATM withdrawals you need to make.

How do I get the best rate when withdrawing money from an ATM?

Some ATMs ( and merchant terminals) will ask if you want to pay in a particular currency. Always select the currency of the country you are in - If you are in the USA, select USD, if you are in the UK, select GBP. To get the EasyFX preferential rate, and not the expensive rate set by the ATM provider, always choose the option “ continue without conversion” when prompted.

Can I check my balance at an ATM?

Unfortunately you cannot check your balance at an ATM. Instead, you can check your balance by using the EasyFX app, or by logging on to your account via the website.

Can I withdraw money from any ATM?

Some ATM machines ( commonly called Mag Stripe ATMs) may not accept your EasyFX card. These machines can normally be identified as having a card slot which projects out from the machine, and will prompt you to remove your card before entering your pin and continuing with your transaction. Mag stripe ATMs are a known cause of card cloning in debit and credit cards, and for this reason our cards cannot generally be used in these machines, as an added security measure for our customers. We recommend you look for ATMs which keep hold of your card, inside the machine, whilst you make your withdrawal, as most of these will be chip and pin only and will accept the card. You can also find accessible ATM machines near you via the MasterCard approved ATM locator. Just enter the town in the search, followed by choosing to view chip reader enabled machines from the optional features drop down menu. Don’t forget that your EasyFX card can be used to make purchases at shops, restaurants and so on, wherever you are in the world.

Miscellaneous

How do I get a statement for my EasyFX account?

Log in to your EasyFX account. In the sidebar menu, select "Statements". There, you should see a list of your recent transactions.

What do I need to do before I travel?

Make sure you have activated your card, loaded your account, and we suggest making a couple of transactions before you go. We recommend that you have the mobile app installed and your mobile device set up to receive notifications so that you can complete authentication using push notification if required- that way you don't need to worry about expensive roaming charges receiving SMS.

Do I need to buy currency before I go away?

You don't have to buy currency before you go away, all you need is a positive balance on your account (e.g. GBP). EasyFX will convert to your spending currency in real time at a great exchange rate.

How do I reset my password/unlock my account?

1. Click on ‘Forgot my password’. 2. Input your credentials; client ID and User ID and the last 4 digits of your currency card. 3. We will send you an email with a link embedded, and an SMS code to your registered mobile number. 4. Click on the link making sure to use the same browser. 5. Use the virtual keypad by hovering your mouse over the relevant digits and clicking to input your SMS code. 6. Input your new password to complete the process. If you do not possess a currency card, please contact customer services to re set your password. Customer services are available 9 AM- 17.30 PM; Mon - Fri on +44 20 7959 6995.

How do I close my account?

It’s important to note that we don’t charge a monthly account maintenance fee and only a card dormancy fee if there are no card transactions within the preceding 12 months. To avoid this fee simply use your card within the last 12 months. There is no obligation to keep your account funded when you are not using it. If you do wish to close your account, it's simple and straightforward.

Exchange any leftover currency back into your home currency (e.g. change Euros back in GBP).Transfer any remaining credit balance back to your bank account.Contact our customer support team with your client ID (EFX****) and request the account be closed.

If you need help with exchanging currency or sending money back to your account, our support team can help with this too.